TV: Smart Call #45 — Summer listening special: Phobic agents and 2009 predictions

In the last Smart Call for 2009, we have a special look back at 2008 and predictions for 2009, with Kevin Panozza, Genesys’ Jason Stirling and callcentres.net’s Dr. Catriona Wallace.

But before we get there, we have one of the year’s most interesting stories, as UCMS’ General Manager for Human Resources, Wendy Bonici, explains how the company is working very successfully with home agents who have phobias that make it hard for them to work in conventional workplaces.